To ensure continuity of customer care and support to the client base by utilising the various in-house individuals and departments. This position requires a dynamic and pro-active person with a can-do attitude to assist the Service Manager in overseeing administration assistance and support to all customers, engineering staff and all others within the business to ensure that the levels of customer “aftercare” are achieved to the required company standards. Position in the Organisation: Responsible to: Team Leader/ Service Desk Manager Direct reports: N/A Works in conjunction with: All Departments Main Duties and Responsibilities: Provide support and consistent links to the client base and other departments at all times Part of the Scheduling Team, who are the first line of communication for all customers into the business, ensuring the levels of customer support are achieved to the agreed contract standards. To deliver continuity of customer care and support to the client base by utilising the various in-house individuals and departments Scheduling /co-ordinating Engineers’ jobs in an efficient and timely manner ▪ logging of reactive calls Monitoring Engineer attendance for SLA’s Ensuring all return calls are dealt with quickly and efficiently at all times, within a minimum of 48hrs Producing Daily Escalation report for any outstanding issues Escalating any customer complaints or escalations Ensure procedures are always adhered to Attend team meetings Attend internal, external meetings and training courses as and when required by Manager Providing Helpdesk cover for Holiday and Sickness Any other relevant duties as defined by the Manager Key Skills Required: Ability to work on your own without supervision Organisational Skills Good numeracy skills Commercial Awareness Flexible, Dynamic, Adaptable with a can-do attitude Knowledge of CRM Systems Ability to work to deadlines, this may require working later than the given working hours to ensure that engineer/customer requirements are completed Flexible working hours as and when required Person Specification - Essential Knowledge Skills and Experience: The ability to work with initiative and confidence, and have an enthusiasm for customer service and sales related work Experience of administrative work with the ability to prioritise tasks, work under pressure and to tight deadlines Organisational abilities A sharp eye for detail Ability to following any verbal or written instructions accurately Excellent written and oral communication and negotiation skills with the ability to deal with External customers colleagues and outside agencies at all levels Good numerical skills Good keyboard and computer skills including familiarity with standard MS office applications, in particular Excel and Word Ability to work as part of a team Driving License Experience of sales environment Flexible Working Hours Desirable Knowledge and Skills: Experience of working within a Sales/Office environment. Experience of working within a Customer Care/Helpdesk environment Experienced and familiar with the operation of “CASH” mentor or similar CRM system. Experienced Co-ordination of sales staff, engineers – both service and installation across the UK. Experience of invoicing and handling of relevant purchase orders Experience of working as a team member or alone Experience of MS office packages, excel, word and outlook